Telecommunications: Outcome Orchestration at Enterprise Scale
Telecommunications contact centers are among the most complex in the world—supporting millions of interactions across products, geographies, languages, channels, and regulatory environments. In this environment, delivering consistent customer experiences is not just a CX challenge, but a decision challenge.
Afiniti is the leading provider of Outcome Orchestration for telecommunications, enabling operators to optimize every customer interaction by coordinating intelligence, routing, and automation toward measurable business outcomes.
Afiniti has been working with many of the world’s largest telecommunications and media providers since 2011.
By pairing customers with customer service agents based on historical patterns in data, companies see measurable gains in customer lifetime value and conversions.
How Afiniti delivered for a top telco
$1b+
In Lifetime Value Generated
Afiniti improves the outcomes that matter most to telco and media providers
Increased
sales
Higher revenue
per call
Increased
lifetime value
Reduced
churn
Increased up &
cross-sales
Reduced credits
and adjustments
Reduced high
cost actions
Improved
collections
Fewer truck
rolls